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Job DescriptionAre you passionate about delivering exceptional customer experiences and leading high-performing teams? As CSR Manager at Safran Helicopter Engines Australia, you''ll mentor and guide a team of Customer Support Representatives to provide top-notch service while supporting sales of spare parts, tooling, accessories, and services across the region. This is your chance to make a real impact in a global aerospace leader and help shape a customer-focused culture.ResponsibilitiesLead and mentor the Customer Support Representative (CSR) team, driving results and overall team performanceSupport Commercial Managers in achieving both individual and collective performance objectivesManage and support Safran HE Australia''s external communications and messagingAssist in achieving assigned OEM financial and strategic objectivesSupport new contract agreements with customers and contribute to tender preparation, ensuring quality, content, and adherence to schedules and pricingBuild and maintain strong Customer & Supplier Management (C&SM) relationships to maximise influence and business growthFoster an entrepreneurial culture, promoting process improvement and a high-performance mindsetLead Maintenance Centre activities, including forecasting, performance monitoring, and target equipment turn timesOversee MRO site performance, including quoting, delivery, and operational efficiencyEnsure supply performance meets expectations for standard exchangesMonitor, manage, and report on customer satisfaction levelsDeliver customer solutions and services for Safran productsMonitor and report on Front Office and Customer Support KPIs, including invoicing and satisfaction progressWork closely with CSR, Commercial Managers, and Field Representatives to determine the best course of action for Safran and the customer, ensuring mutually beneficial outcomesManage CRM inputs and data integrity, conduct KPI gap analysis, and implement action plansImprove and create procedures to support operational efficiency and use KPIs to align site strategySkills & QualificationsTertiary qualifications in Management, Business, or Engineering, or equivalent relevant experiencePostgraduate or master''s qualification in Business Administration, Accounting, Commerce, Economics, or Finance is desirable but not essentialProject management training or certification is advantageousProven experience leading a Customer Service team in an aviation environmentAt least 4 years'' experience as an Aviation Customer Service Representative, with a strong understanding of OEM methods and procedures preferredJob RequirementsOur Ideal CandidateStrong interpersonal skills, with the ability to build and maintain positive relationships locally and globallyExperience working with SAP or similar systems, including new sales, repairs, exchanges, and report buildingProficiency in Power BI and advanced Microsoft Excel skills, including MacrosDemonstrated experience in the spare parts industry and working within contractual obligationsAbility to understand and interpret technical or non-technical customer requirements, providing solutions that meet both customer and company needsStrong administrative and organisational skills, with a proven ability to track jobs and documentation through the systemCommitment to following up enquiries until a satisfactory resolution is achieved for both the customer and SafranProactive, self-motivated professional with a commitment to high standards and ongoing developmentHighly organised and logical, able to prioritise and follow through with persistence to achieve resultsStrong attention to detail and a focus on delivering exceptional customer satisfactionStrategic thinker with commercial acumen, able to identify business opportunities and act as a trusted advisorDecisive, self-starting, and entrepreneurial, capable of taking initiative in a dynamic environmentExperienced mentor who coaches and encourages colleagues, fostering teamwork and confidenceCommitted to continuous improvement and contributing positively to a team-oriented organisationAdaptable and flexible, able to manage competing priorities and respond effectively to challengesStrong problem-solving skills, able to analyse complex situations and implement practical solutionsEnergetic and resilient, maintaining motivation and focus in a constantly changing environmentTo ApplyAll applications should include a covering letter and up to date CV and be submitted to the attention of Human Resources quoting reference number CSRM0925.To submit your application on our website it is best to use a desktop. If you have any issues submitting your application please contact Jessica on 02 9796 6600.SAFRAN is proud to be an equal opportunity employer. We value the skills, experience, and personal qualities of all our people and select candidates based on merit. We do not discriminate on the basis of age, gender, gender identity, sexual orientation, race, ethnicity, nationality, religion, disability, or any other characteristic protected by law. Candidates must currently have the legal right to work in Australia to be eligible to apply for this position. Please note all final applicants for this position will be asked to complete a national police check.Company InformationSafran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.Safran Helicopter Engines is the world''s leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.Locate your future workplace115 Wackett Street 2200BankstownNew South Wales Australia100,000 employees worldwide27 Number of countries where Safran is located35 business area families #J-18808-Ljbffr